We are facing a critical issue with email notifications sent to end users who contact the our support team via email channel. The automated outbound email notifications are not working properly, causing severe disruptions.
Issue Details:
- In some cases, no notification is sent to users upon ticket submission.
- In other cases, there is a 24-hour delay in sending the "Ticket Submitted" notification.
- Occasionally, there is a 20-minute delay, and rarely do users receive real-time notifications.
We are planning to roll out the Intercom ticket management system to our customers. However, due to this critical issue, we cannot proceed with the launch until it is fully resolved.
We have already followed up with multiple Intercom support team members over the past 2-3 days, but responses have been delayed or absent. If this continues, we will have to reconsider our choice of ticket management tool.
We need an urgent update on the root cause of this issue and the ETA for a permanent fix. This is breaking a core functionality of Intercom, and we require immediate attention.
Looking forward to your prompt response.
